A service quality map based on Kano's theory of attractive quality

Erto, Pasquale; Vanacore, Amalia; Staiano, Michele

doi:10.1108/17542731111110249

Cited by 9 publications

(5 citation statements)

References 16 publications

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“…Kano questions were asked after the conjoint tournament; questions contained the same elements of the conjoint survey, with questions about calcium, all‐natural, organic, vitamins and minerals and free amino acids added. Kano analysis is a technique where attributes are classified based on how consumers assess them (Kano and others ; Erto and others ; Kim and others ). The assessment shows how consumers react when certain elements are present/missing.…”

Section: Methodsmentioning

confidence: 99%

Identifying Key Attributes for Protein Beverages

Oltman

Lopetcharat²,

Bastian³

et al. 2015

Journal of Food Science

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This study identified key attributes of protein beverages and evaluated effects of priming on liking of protein beverages. An adaptive choice-based conjoint study was conducted along with Kano analysis to gain insight on protein beverage consumers (n = 432). Attributes evaluated included label claim, protein type, amount of protein, carbohydrates, sweeteners, and metabolic benefits. Utility scores for levels and importance scores for attributes were determined. Subsequently, two pairs of clear acidic whey protein beverages were manufactured that differed by age of protein source or the amount of whey protein per serving. Beverages were evaluated by 151 consumers on two occasions with or without priming statements. One priming statement declared "great flavor," the other priming statement declared 20 g protein per serving. A two way analysis of variance was applied to discern the role of each priming statement. The most important attribute for protein beverages was sweetener type, followed by amount of protein, followed by type of protein followed by label claim. Beverages with whey protein, naturally sweetened, reduced sugar and ≥15 g protein per serving were most desired. Three consumer clusters were identified, differentiated by their preferences for protein type, sweetener and amount of protein. Priming statements positively impacted concept liking (P < 0.05) but had no effect on overall liking (P > 0.05). Consistent with trained panel profiles of increased cardboard flavor with higher protein content, consumers liked beverages with 10 g protein more than beverages with 20 g protein (6.8 compared with 5.7, P < 0.05). Protein beverages must have desirable flavor for wide consumer appeal.

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Section: Methodsmentioning

confidence: 99%

Identifying Key Attributes for Protein Beverages

Oltman

Lopetcharat²,

Bastian³

et al. 2015

Journal of Food Science

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“…Farmers’ market). Kano analysis is a technique where attributes are classified into quality‐based categories (Kano and others ; Erto and others ; Kim and others ). These categories include: Attractive : unexpected by the consumer; consumers are satisfied if this attribute is present.…”

Section: Methodsmentioning

confidence: 99%

Consumer Attitudes and Preferences for Fresh Market Tomatoes

Oltman

Jervis

Drake

2014

Journal of Food Science

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Conjoint analysis is a research technique that collects a large amount of data from consumers in a format designed to be reflective of a real life market setting and can be combined with qualitative insight from focus groups to gain information on consumer consumption and purchase behaviors. This study established that the most important fresh tomato attributes were color, amount of juice when sliced, and size. Distinct consumer clusters were differentiated by preference for color/appearance, juiciness and firm texture. Tomato growers can utilize the results to target attributes that drive consumer choice for fresh tomatoes.

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“…Yang, Jou, and Cheng (2011) applied the Kano model, Refined Kano model and I-S model to evaluate and improve service quality in the hotel industry. Based on the Kano model and the grouping method of Matzler and Hinterhuber (1998), Erto et al (2011) proposed a service-quality-management quantitative decision-making method to help develop the attractive qualities of the hotel service industry. …”

Section: The Kano Model Refined Kano Model and I-s Modelmentioning

confidence: 99%

“…Items with low reliability were deleted to ensure questionnaire consistency. The primary method used in this study was the Kano model-based questionnaire analysis method, and the Kano questionnaire items were based on the classification methods of Matzler and Hinterhuber (1998) with reference to the studies of Deng and Lee (2007) and Erto et al (2011).…”

Section: 1mentioning

confidence: 99%

“…Thus, the methods for extracting key service-quality factors from the perspective of consumers is an important research topic; moreover, although it has been discussed in previous studies relating to service quality (Calabrese & Scoglio, 2012;Deng & Lee, 2007;Erto, Vanacore, & Staiano, 2011), the Refined Kano model has rarely been used to extract key service-quality factors for department stores in terms of their perceived importance by customers. Furthermore, in addition to extracting and highlighting service quality, department stores must do more to emphasise innovation to enhance their competitiveness.…”

Section: Introductionmentioning

confidence: 99%

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Constructing innovative service quality for department stores

Chen

Lin

Chen

2013

Total Quality Management & Business Excellence

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In recent years, service industries in many countries have grown rapidly and now play an important role in national employment and GDP; moreover, as living standards have risen, intangible service qualities have become increasingly important. Thus, as one of the closest commercial links to consumers, department stores should strive to enhance the quality of their services to attract and retain customers and to maintain their competitiveness. In this study, the Retail Service Quality Scale was adopted and the Kano and Refined Kano models were applied to extract service-quality factors; then, the importance-satisfaction (I-S) model was used to clarify the service-quality factors to be improved before employing the theory of inventive problem-solving method to measure innovation. Finally, the service-quality and quality factors falling in the I-S model's excellent area were imported into quality function deployment using the voice of the customer process to establish a department-store house of quality for innovative service. Based on its empirical results, this study proposes a general framework for innovative service-quality for department stores to use in formulating service innovation strategies. The findings and developed framework will improve the performance of department stores by enhancing the quality of service.

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A service quality map based on Kano's theory of attractive quality

Cited by 9 publications

References 16 publications

Identifying Key Attributes for Protein Beverages

Identifying Key Attributes for Protein Beverages

Consumer Attitudes and Preferences for Fresh Market Tomatoes

Constructing innovative service quality for department stores

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